V2 Rubric Detail — 9f181c10-63fc-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-09 12:13
Duration
9m 16s
Contact
Sherry Pratt
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Mikaelh Joshua Anasco
HappyFox Case
#LTS00132750
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Multiple devices cannot connect
⚠ Auto-Zero applied: Avoidance/Evasion — agent avoided performing any meaningful troubleshooting, misrepresented product status implications, and pushed customer toward external parties and paid service without attempting free best-effort support for an out-of-warranty device.

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication1.00/5
Protocol1.00/5
Efficiency2.00/5
Overall1.2/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership1.00/5
Escalation5.00/5
Customer Exp1.07/5
Overall0.0% (-24.0)

V2 Grader Summary

The agent failed to perform basic troubleshooting, incorrectly dismissed the case due to out-of-warranty status, and provided technically inaccurate information. No resolution was achieved, and the customer was directed away from Linksys support rather than being helped. This constitutes clear avoidance/evasion, triggering an auto-zero.

V1 Case Analysis

Customer reports one TV cannot connect to internet while other devices work. Agent did not identify router model, performed no troubleshooting beyond confirming other devices work, and incorrectly claimed router 're band status' expired. Offered paid support and vague email instructions. Customer opted to contact ISP instead.

Troubleshooting Steps
  • Collected serial numbers and contact information
  • Confirmed other devices have internet access
Key Observations
  • Agent claimed the router's 're band status' expired on November 12, 2020 — a completely fabricated and technically nonsensical statement ([09:00]).
  • No troubleshooting steps were performed on the TV or router despite the issue being isolated to one device.
  • Agent pushed paid support without performing any basic troubleshooting, violating support policy for out-of-warranty devices.
  • Agent failed to identify the router model, a critical omission for any technical support call.
  • Customer independently decided to contact ISP, indicating no confidence in agent's guidance.
Positive Highlights
  • Collected two serial numbers and customer contact information accurately ([01:00]-[02:00]).
  • Confirmed that other devices (phone/laptop) have internet access, correctly isolating the issue to the TV ([03:00]).
Agent Errors / Gaps
  • Did not verify or ask for the router model number, a fundamental protocol failure ([01:00]-[08:00]).
  • Provided materially false technical information: 're band status of the router has expired on November, 12, 2020' — no such concept exists in Linksys products ([09:00]).
  • Offered paid support without performing any basic troubleshooting steps, violating escalation and triage policy.
  • Failed to perform even minimal troubleshooting (e.g., TV reboot, Wi-Fi band check, signal strength test).
  • Misidentified customer's name as 'Jewelove9' and used confusing filler language ('Oh. So, Jewelove9, sounds like we're good') ([04:00]).
  • Gave no clear or structured next steps; email instructions were vague and not described.
  • Allowed the customer to drive the closure decision without offering a valid self-help path.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent did not resolve the TV connectivity issue and offered no effective troubleshooting; customer ended call without resolution.
R2 Not Met Diagnostic thoroughness conf 97%
No meaningful troubleshooting steps were performed—no request to reboot router, check Wi-Fi settings, or test other devices beyond vague questioning.
R3 Not Met Correct resolution path conf 96%
Agent incorrectly treated OOW status as justification to avoid troubleshooting, offering a paid service instead of best-effort support per policy.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent failed to identify symptoms systematically or ask targeted diagnostic questions; assumed TV issue without validating router-side problems.
T2 Not Met Appropriate tools / resources used conf 94%
No tools used—agent didn’t check firmware, access router settings, or suggest speed tests despite clear need for diagnostics.
T3 Not Met No misinformation conf 95%
Incorrectly claimed 're band status expired 2020'—no such term in KB; falsely implied router health was confirmed when unverified.
Communication
C1 Not Met Clear & professional language conf 93%
Agent failed to set expectations, frame the interaction, or maintain control—allowed conversation to drift without direction.
C2 Not Met Confirmed understanding conf 94%
Used confusing jargon ('re band status'), filler words, and did not adapt language or confirm understanding with customer.
Customer Ownership
O1 Not Met Ownership & empathy conf 97%
Abdicated ownership by directing customer to Spectrum and TV technician rather than investigating router-side causes.
O2 Partially Met Proactive follow-through conf 91%
Mentioned sending email with instructions but gave no timeline or confirmation it would be sent; incomplete follow-up commitment.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior case history to reference or maintain continuity from.
Escalation Judgment
E1 Met Correct escalation decision conf 89%
No escalation was warranted since issue could be resolved at L1 with proper troubleshooting; decision not to escalate was appropriate.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred and none was required.
Customer Experience
X1 Partially Met Customer effort minimised conf 92%
Offered one apology ('I really do apologize') but did not acknowledge customer's frustration, repeated efforts, or emotional state.
X2 Not Met Tone & rapport conf 94%
Failed to adapt tone or pacing to customer’s confusion and frustration; communication remained disjointed and unresponsive.
X3 Not Met Overall experience conf 95%
Directed customer to contact another provider and repeated requests for already-provided info, increasing effort unnecessarily.
Call Transcript16 turns · 18 lines
Speaker 1
Oh, hey Josh. My name is Sherry Pratt and I'm trying, my TV hasn't worked since 2:00 this morning and I just talked to Spectrum because they're my carrier and um,
00:00
Speaker 2
Welcome to Linksys support. To ensure quality service, your call may be monitored. For in warranty products, our support team is available to help with performance and hardware issues. Register your product by visiting register.linksys2.com. Please have your device serial number ready. For assistance, press one now. For out of warranty products, paid support may be available depending on your issue. Please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out of warranty product, paid support option may be available depending on the issue. Josh:I think I recall Linksys. My name's Josh. I'm on the, uh, on the today.
00:00
Speaker 1
they, they're trying to get it connected, but they're saying that it's uh, they think it's my Linksys box or however you say that. Well, I have three TVs, but one of router. Sorry mate. okay, so the serial number is 21C 10C 86B [silence]
01:00
Speaker 2
the E-Links router or node. Uhm, by the way, ma'am, how many E-Links devices do you have? One E-Links router. For record purposes, may I have, oh yes ma'am? Uh, for record purposes I have the serial number of your E-Links router please.
01:00
Speaker 1
eight zero six nine two three. Holy cow! Hard to read it. Okay. Yeah. Yeah. I'm Sherry, S H E R Y Pratt. T like in Tom, R A T T. I'm A Saint. That's A like it Apple. Saint, S A I N T at charter, C H A R T E R M I dot net. [silence]
02:00
Speaker 2
no worries, ma'am, and thank you so much for the serial number. now I'm gonna verify the serial number to make sure that I got it correctly here. So it's two one P for Papa one zero C for Charlie six B for Bravo eight zero six nine two three. Is that correct? Uh-huh. And may I also have again your first and last name, ma'am? Uh-huh. Uh-huh. And may I also have your email address? [silence]
02:00
Speaker 1
Well, I have three TVs all connected to this, and none of them, as of this morning. I haven't tried the other ones. I'm just I haven't tried the other one. I haven't tried the other ones since 2:00 this morning. Do you want me to try the other one? Yes. Yeah, I I went online this morning. I I have since I got up, Cuz I was up at 2:00 trying to go on the computer. A:
03:00
Speaker 2
All right. Thank you so much for that one, ma'am. And before we proceed, ma'am, uh, just to confirm, all your devices are able to connect to this Linksys router and able to get online except for one of your TVs. Is that correct? Uh-huh. I see. And uh-huh. And what about for isolation purposes? How about your phones or computers? Are they able to get online while connected to the router's network? Yeah. Oh. So, Jewelove9, sounds like we're good.
03:00
Speaker 1
The one in my bedroom is a Samsung, And making me walk through my whole house, huh?
05:00
Speaker 2
Mhm. Mhm. Mhm. Mhm. Mhm. Mhm. prior to calling us, did you reboot or restart the TV as well? did you reboot or restart the tv prior to calling us? Mhm. it's our cord.
05:00
Speaker 1
But I didn't do anything to the rotor. Did I unplug that or? I don't know. [silence] Well, she was saying maybe get one of their routers and try. Being that much. It's what. [silence]
06:00
Speaker 2
That will last up to 60 minutes or one hour, but it will cost you $15. So, however, we can try to troubleshoot the router. However, you mentioned that with this issue, or the issue is only happening on your TV. So, so if we, uh, sorry. So I mean, the unable to connect to the internet is only happening on the TV, so it could be possible that the issue really has something to do with the TV manual. So in order for your like, since your device, like your Linksys router is already out of warranty, in order for it to like, for your money not to be in vain, or not to be put into waste. Uh, I would recommend like calling the technician on the TV [silence]
07:00
Speaker 1
All right. Well, maybe I should just get their spectrum router then, since this one's out of warranty and old. That, that serial number's an old one.
08:00
Speaker 2
to make sure that their device is working. Since again, the router, rest assured that the router is online. Since you mentioned that your laptop or, sorry, your laptop or phone is able to get online while connected to the router's network except the TV. However, ma'am, if you like or if you don't want to avail the paid service, I can actually send you a step-by-step instruction via email, and the, sorry, the instructions that will be inputted on the email will be like basic troubleshooting, like how to reboot or reset the Linksys router instead. Yes, ma'am. Yes, ma'am. I really do apologize. According here on R2 Tools, the
08:00
Speaker 1
No gosh. Okay. All right, let me get back to Spectrum and go from there. All right, thank you. Bye.
09:00
Speaker 2
re band status of the router has expired on November, 12, 2020.
09:00